Genesys Developer

We are seeking a highly skilled Genesys Developer to manage and enhance the Genesys Cloud platform supporting contact center operations. The ideal candidate will be responsible for ensuring reliable 24/7 operations while exploring innovative solutions to improve contact center efficiency.

A desired qualification is IT administration and management experience with Aspect/Alvaria Workforce Management systems and/or Intradiem.

Key Responsibilities

• Manage and maintain the Genesys Cloud platform to ensure seamless contact center operations.
• Architect, design, and integrate internally developed AI applications with the Genesys Cloud platform through RESTful APIs.
• Develop and support RESTful API integrations.
• Collaborate with internal teams, external teams, and vendors to troubleshoot and resolve issues.
• Design, implement, and tune bot flows for optimal performance.
• Develop comprehensive technical job aids to support team members and improve operational efficiency.
• Identify and implement technological efficiencies to optimize contact center performance.
• Communicate changes, updates, and technical information effectively to IT leaders and business partners.
• Plan and execute deployments of new features and updates to the Genesys Cloud platform.
• Support business partners in developing a strategic roadmap for contact center technology.
• Ensure the reliability and availability of the contact center platform in support of 24/7 operations.

• Extensive experience with the Genesys Cloud platform and contact center operations.
• 5+ years of software development experience.
• At least 2-3 years of Genesys development experience.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work collaboratively in a team environment.
• Experience developing technical documentation and job aids.
• Knowledge of contact center technologies and industry best practices.
• Familiarity with project management methodologies.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

Desired Qualifications

• IT administration and management experience with Aspect/Alvaria Workforce Management systems.
• Experience with Intradiem.
• Experience with RESTful API development and integrations.

Ideal Candidate

The successful candidate will play a crucial role in maintaining and improving contact center operations, driving innovation, and ensuring seamless communication between IT and business partners.

The ideal candidate combines strong Genesys Cloud development experience with contact center technology expertise, troubleshooting skills, API integration experience, and the ability to collaborate effectively across technical and business teams.